Article
Oct 3, 2019
It’s as true as the ever-growing sight of empty teller windows: Consumers don’t visit branches as often as they once did. But a new study from JD Power & Associates reveals that the most satisfied customers […]
Article
Feb 7, 2019
Times have changed—and mightily so—since bank staffers had to check out a coffee-smeared wall calendar in the back office to find out their schedules, block out requested days off or leave a sticky note asking for […]
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Article
Jun 18, 2018
So you’ve closed some branches and reduced staff at others. But you still feel serious pressure to reduce operating expenses without disrupting sales and customer service value in the branch channel. So you start to evaluate […]
Article
Apr 16, 2018
It’s likely that you have conducted specific time studies or collected data about transaction volumes, demographics and market potential in certain branches, regions or markets. Yet when was the last time you collected granular data on […]
Article
Mar 9, 2018
Banks—so much built around numerical precision—often hew to a business equation that looks like this: X transactions = Y branch staff. Elementary algebra, right? Or is it really that simple? Before you answer, ask yourself three […]
Article
Aug 3, 2017
Branch locations are closing and footprints shrinking, but branches continue to play an important part of customer experience. According to a recent JD Power U.S. Retail Banking Satisfaction Study, overall satisfaction rates higher among customers who […]
Article
Apr 19, 2017
Somewhere between the concerns of bank marketers and discerning consumers, one essential truth sometimes gets lost: Great customer experience starts with engaged, productive employees. Thus it’s no surprise that workforce optimization dominates as a priority for […]